The Power of Mobility: How Your Business Can Compete and Win in the Next Technology Revolution

Chapter 12. Learn from Your Customers

If you’ve taken the steps described so far in this book, you’re on a great path toward capturing the power of mobility, and you’re already creating new value for your customers and translating that power into value for your employees and owners. That’s great!

But, almost definitely, you still haven’t captured the full power of mobility for your customers. In reality, you simply can’t know how your customers and employees are going to change their behaviors once you take the first steps into mobility.

But that’s not a bad thing.

It’s critical to take the first steps. But it’s at least as critical that you do not stop there, but rather that you learn from your customers how to make your mobilized product, service, or process even more powerful!

Sounds easy enough.

But, unfortunately, listening to customers is a skill that does not come naturally to most of us. Really listening and really learning from your customers will require intense focus and likely will require significant changes in your business.

Can you remember the last time you made a specific change in your business because of a specific comment from a specific customer? Sure, most of us do customer surveys and we use those generalized results to guide decisions we make about products and pricing and perhaps how we interact with our customers. But, as we’ll discuss, survey percentages do not really teach us the innovative ways that our customers are taking our products to the next level. ...